Refund Policy

At Pizzana, we are committed to delivering a high-quality dining and ordering experience. We understand that issues can occasionally arise with food orders, and we want to ensure that every customer is treated fairly. This Refund Policy outlines the conditions under which refunds, partial refunds, cancellations, and exchanges are handled. Please read this document carefully before placing an order through our website at pizzana-eat.rest or through any associated ordering platform.

By placing an order with Pizzana, you acknowledge and agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

Pizzana will consider refund requests under the following conditions. A refund may be issued when:

• Your order was never delivered despite a confirmed order and payment.
• Your order arrived with items that were significantly incorrect (wrong items delivered).
• Your order contained food that was inedible, contaminated, or clearly spoiled upon delivery.
• A significant portion of your order was missing from the delivery.
• You were charged more than the confirmed order total shown at checkout.
• A technical error on our platform resulted in a duplicate charge or an erroneous transaction.
• The food quality was significantly below reasonable standards and you reported the issue promptly.

Refund requests that do not fall within the above criteria will be reviewed on a case-by-case basis at the sole discretion of Pizzana management. We encourage all customers to contact us as soon as possible when an issue arises so that we can resolve it promptly.

2. Timeframes for Refund Requests

To be eligible for a refund, you must submit your refund request within the timeframes specified below:

Requests submitted outside of these timeframes may not be accepted. Pizzana reserves the right to deny refund requests that are submitted after these deadlines have passed, as the perishable nature of food products makes timely reporting essential to our ability to investigate and resolve complaints effectively.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any condition. These include:

• Delivery fees: Delivery charges are non-refundable once a delivery has been dispatched, except in cases where a delivery was never attempted.
• Service charges and platform fees: Any processing or service fees applied to your order are non-refundable once the transaction is completed.
• Promotional or discounted items: Items purchased using promotional codes, discounts, or special offers are generally non-refundable unless the item itself was defective or incorrect.
• Customized orders: Orders that were customized according to specific customer instructions (e.g., specific toppings, dietary modifications) and prepared correctly according to those instructions are non-refundable.
• Tip amounts: Tips added during checkout are non-refundable as they are paid directly to service staff.
• Gift cards and store credits: These are non-refundable and non-transferable once purchased or applied.
• Orders affected by customer-provided incorrect information: If an order was undeliverable or incorrect due to a wrong address, wrong phone number, or incorrect order details provided by the customer, no refund will be issued.

4. How to Request a Refund (Step-by-Step)

To submit a refund request with Pizzana, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs or screenshots of the problem. This may include photos of the incorrect item, missing food, packaging, or any evidence supporting your claim. This documentation will significantly assist in resolving your request quickly.
2. Step 2 — Gather Your Order Details: Have your order confirmation number, date and time of the order, the items ordered, and the payment method used ready before contacting us.
3. Step 3 — Contact Pizzana: Reach out to us via email at [email protected] or visit our website at pizzana-eat.rest. Please use the subject line "Refund Request – [Your Order Number]" to help us process your request efficiently.
4. Step 4 — Provide a Detailed Description: In your message, clearly describe the nature of the problem. Include what was ordered, what was received (or not received), and why you believe a refund is warranted.
5. Step 5 — Attach Supporting Evidence: Attach any photos, screenshots, or other relevant documentation to your email or submit them through our contact form.
6. Step 6 — Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions if necessary.
7. Step 7 — Receive a Decision: We will communicate our decision regarding your refund request within 3–5 business days of receiving all necessary information.

5. Refund Processing Times by Payment Method

Once a refund has been approved by Pizzana, the time it takes for the refund to appear in your account depends on your original payment method:

Please note that Pizzana initiates refunds promptly upon approval, but the actual timing of when funds appear in your account is determined by your bank or payment processor, which is beyond our control. If you have not received your refund within the timeframes listed above, please contact your bank or payment provider first before reaching out to us.

6. Partial Refunds

In some cases, a full refund may not be appropriate, and a partial refund may be offered instead. Partial refunds may be issued when:

• Only one or a few items from a larger order were incorrect, missing, or unsatisfactory.
• The food quality was partially acceptable — for example, some items were fine but one specific item had a quality issue.
• A discount or promotional code was already applied to the order, reducing the refundable amount.
• The customer consumed a significant portion of the order before reporting a quality issue.
• Delivery was significantly delayed but the order was ultimately received in acceptable condition.

The amount of a partial refund will be calculated based on the value of the affected items and the specific circumstances of each case. Pizzana's decision regarding partial refunds is final unless a formal dispute is filed as described in Section 9 of this policy.

7. Exchange Policy

Due to the perishable and consumable nature of food products, Pizzana does not offer direct item-for-item exchanges in the traditional retail sense. However, we do offer the following alternatives in appropriate circumstances:

• Replacement order: If your order was incorrect or significantly incomplete, we may offer to send a replacement at no charge, subject to availability and delivery time constraints.
• Store credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be used toward a future order at Pizzana.
• Courtesy discount: For minor inconveniences that do not warrant a full refund or replacement, we may offer a discount code for your next order as a gesture of goodwill.

Exchanges and replacements are subject to the same eligibility conditions and timeframes as standard refund requests. Customers must report the issue within the applicable timeframe to be considered for an exchange or replacement.

8. Cancellation Policy

Orders placed through our website at pizzana-eat.rest or through any associated ordering platform may be cancelled under the following conditions:

8.1 Cancellation Before Preparation Begins

If you need to cancel an order, you must do so within 5 minutes of placing it. During this window, our kitchen may not yet have begun preparing your food, and a full refund can typically be processed. To request an immediate cancellation, please call us or contact us through our website immediately after placing your order.

8.2 Cancellation After Preparation Has Begun

Once our kitchen has begun preparing your order, cancellations are generally not accepted, as food ingredients and labor have already been committed. In exceptional circumstances (such as a genuine emergency), we may review cancellation requests after preparation has started, but refunds in these cases are issued at the sole discretion of Pizzana management and are not guaranteed.

8.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you are unavailable to receive your delivery and the driver is unable to complete the delivery, your order will be considered fulfilled and no refund will be issued.

8.4 Pizzana-Initiated Cancellations

In rare circumstances, Pizzana may need to cancel an order due to ingredient unavailability, staffing issues, technical errors, or other operational reasons. In such cases, you will be notified promptly and a full refund will be issued to your original payment method within the standard processing times.

9. Dispute Resolution Process

If you are not satisfied with the outcome of a refund request, Pizzana provides a structured dispute resolution process to ensure all concerns are addressed fairly and in accordance with applicable law.

9.1 Internal Review

As a first step, please escalate your concern in writing to our management team via email at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all relevant documentation and a clear explanation of why you believe the original decision was incorrect. Our management team will conduct a thorough internal review and respond within 5 business days.

9.2 Chargeback Rights

You retain the right to contact your credit card company, bank, or payment processor to initiate a chargeback if you believe you have been charged incorrectly and we have failed to resolve the issue to your satisfaction. Please note that initiating a chargeback without first attempting to resolve the issue through our internal process may result in your account being flagged and access to our ordering platforms being restricted.

9.3 Consumer Protection Agencies

If you feel that your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for general consumer protection issues.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for billing and payment-related disputes.
• Your state's Attorney General office — for state-specific consumer protection matters.
• Better Business Bureau (BBB): www.bbb.org — for business conduct complaints.

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws where Pizzana operates. Any legal disputes not resolved through the above mechanisms shall be subject to binding arbitration or litigation in the jurisdiction in which Pizzana is registered, unless otherwise required by applicable law.

10. Changes to This Refund Policy

Pizzana reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzana-eat.rest with a revised effective date. Continued use of our ordering services following the posting of changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically to stay informed of any updates.

11. Contact Information for Refund Requests

For all refund requests, questions regarding this policy, or any concerns about an order, please contact our customer service team using the details below:

When contacting us, please include your order number, the email address used to place the order, the date of your order, and a description of the issue to help us assist you as quickly as possible.